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Our complaints policy (and how to make a complaint)


Complaints can be made in store, over the phone or by email or letter. We'll always do our best to sort your problem out straight away.


If we need more time to fix your problem, we'll give you a reference number and contact you as soon as we've sorted out your issue.


If we haven't resolved your complaint within 5 working days, we'll contact you to explain why and keep in touch until it's resolved.

How to make a complaint

Select what your complaint is about:

     

How long will it take for us to fix it?

If you call us or visit a store - We'll aim to resolve your problem immediately

If you send us an email - We aim to respond to all emails with a resolution within 48 hours

If you send us a letter - We aim to respond to all letters with a resolution within 5 days. Sometimes we may need more time to look into the issue more closely. We'll let you know if this is the case and update you at 5 days and keep in touch until we have a solution.

If you're not happy with the way we're handling your complaint

If you have submitted a complaint and are not happy with how it is being handled, please click Email us at the bottom of the page and let us know why.

If you're not happy with our final decision

Click here to find out your options .

^^Calls to this number may be free from a landline. Prices of calls from other providers may vary and from mobiles may cost significantly more. Calls may be recorded and/ or monitored. Visit this page for opening hours.


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